You have successfully sold and installed your customer’s Sys

B

When something goes wrong，it can be very satisfying to say，”Well,it’s so-and-so’s fault.”or “I know I’m late，but it’s not my fault；the car broke down.”It is probably not your fault，but once you form. the habit of blaming somebody or something else for a bad situation，you are a loser. You have no power and could do nothing that helps change the situation. However,you can have great power over what happens to you if you stop focusing on whom to blame and start focusing on how to remedy the situation. This is the winner’s key to success.

Winners are great at overcoming problems. For example, if you were late because your car broke down, maybe you need to have your car examined more regularly. Or, you might start to carry along with you the useful phone numbers, so you could call for help when in need. For another example, if your colleague causes you problems on the job for lack of responsibility or ability, find ways of dealing with his irresponsibility or inability rather than simply blame the person. Ask to work with a different person, or don’t rely on the person. You should accept that the person. Ask to work with a different person, or don’t rely on this person. You should accept that the person is not reliable and find creative ways to work successfully regardless of how your colleague fails to do his job well.

This is what being a winner is all about—creatively using your skills and talents so that you are successful no matter what happens. Winners don’t have fewer problems in their lives; they have just as many difficult situations to face as anybody else. They are just better at seeing those problems as challenges and opportunities to develop their own talents. So, stop focusing on “whose fault it is.” Once you are confident about your power over bad situations, problems are just stepping stop on for success.

46. According to the passage, winners __________ .

A. deal with problems rather than blame others

B. meet with fewer difficulties in their lives

C. have responsible and able colleagues

D. blame themselves rather that others

You'd better have your hair()before going to your friend's wedding.

A. cutting

B. cut

C. to cut

Your client, with which you have good relations, wants you to provide him with office supplies. This task is not supported under your contract. You respond to your client's informal request using which medium?

A Speech

B Written

C Oral

D A and C

E Form. letter

A. incorrect DSL network redistribution

B. incorrect static host route configuration

C. incorrect static customer route configuration

D. incorrect default static route configuration on the end user

You’d better have your hair_____ before goving to your friend ’s wedding.

A.cutting

B.cut

C.to cut

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:

Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.

Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.

Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.

Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.

The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.

21. Whom do angry customers tend to aim their dissatisfaction and complaints at?

A. Staff members.

B. Company managers.

C. Those who accompany them.

22. When a customer shouts rudely at you, you should().

A. arg1e back and protect yourself

B. keep quiet and leave the customer alone

C. keep calm and listen carefully to the customer

23. The underlined sentence “Use your ears more than your mouth” means().

A. Your mouth is not more important for you than your ears.

B. You should listen more than you speak.

C. You should talk more than you listen.

24. When dealing with an angry customer, which is NOT the right attitude?

A. Be concerned.

B. Be patient.

C. Be amused.

25. Which of the following statements is true according to the passage?

A. When the customers complain, you needn't listen carefully.

B. You needn't say sorry to those angry customers.

C. You should relax yourself and try to understand the angry customers.

A.Do you try

B.Have you tried

C.Are you trying

D.Have you been trying

You have a firewall filter applied in an inbound direction on a customer interface. You would like this filter to protect your network from a spoofed denial of service attack. Which action should be configured to accomplish your goal?（）

A. then reject

B. then discard

C. then next filter

D. then silent-drop

A base operating system has just been installed, successfully rebooted, and the user is now logged in as root. The user wants the server software bundle installed, but has additional software that must be installed with the bundle. Which of the following procedures should be performed to complete the installation?（）

A.Add the software to /usr/sys/inst.images

B.Update the bundle file in /usr/sys/inst.images

C.Install the bundle filelists and run update all

D.Add the software to the bundle file in /usr/sys/inst.data/sys_bundles